A BPO (Business Process Outsourcing) sales team leader manages a group of sales representatives to meet or exceed revenue and productivity targets set by clients or the organization.

Core Roles and Responsibilities

- Target Management: Track daily, weekly, and monthly sales targets (conversion rates, revenue, or average order value) for individual agents and the overall floor.
- Performance Monitoring: Listen to live or recorded calls, track metrics like Average Handling Time (AHT) or First-Call Resolution (FCR) alongside sales metrics, and flag performance gaps.
- Coaching & Mentoring: Conduct regular 1-on-1 feedback sessions, provide side-by-side floor support, and train agents on handling customer objections and pitching.
- Shift & Floor Management: Handle real-time shift adherence, manage breaks,



run daily huddles or standup briefings, and maintain a high-energy floor workplace.
- Reporting: Compile shift, daily, and weekly performance reports for operations managers and clients.
- Escalation Handling: Take over complex customer complaints or difficult sales negotiations when agents need senior intervention.
- Drive engagement through incentive programs, rewards, and healthy competition to reduce attrition and boost morale.

Key Performance Indicators (KPIs) Tracked

- Conversion rate (sales per call/lead)
- Revenue per hour / Sales volume
- Adherence and attendance percentage
- Quality assurance (QA) scores on calls

📌 Telecalling Team Leader (Hyderabad)
🏢 VR Elite
📍 Hyderabad